Calculate Monthly HC Based on ASA

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Calculate Monthly HC Based on ASA

I have to calculate the HC on a operation based on ASA, but we have 3 channels, Phone (10%), email(10%) and chat (80%)
To email and chat, i have different ASA and AHT.
for email i have a fixed HC.
So... exist a "simple" formula to solve this HC forecast?


Call Centre Helper

No Easy Formula
I'm afraid that there is no simple formula for this.

Just follow the steps given in this article.

on the way
Hi Jonty,
basicaly this is the way i'm doing the job, my hope was a way to calculate a multichannel HC.



Call Centre Helper

Multichannel Calculator
In that case the multichannel calculator bay be helpful

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